Global Payments Inc. is seeking a Team Lead for their Vertical Markets department to manage call center operations, ensuring efficiency and quality in service delivery. The ideal candidate should have leadership experience, a background in customer service, and strong skills in process improvement
Job Summary
The role involves managing the daily operations of individual teams to maintain contracted client performance standards.
Candidates will be responsible for hiring, training, coaching, and developing existing team members to achieve higher performance.
The position requires interacting with client leadership to resolve issues and ensure Service Level Agreements are maintained.
Matching Summary
Match Score: 75
Global Payments Inc. is seeking a Team Lead for their Vertical Markets department to manage call center operations, ensuring efficiency and quality in service delivery. The ideal candidate should have leadership experience, a background in customer service, and strong skills in process improvement.
Salary
Not specified; Not specified; Not specified
Skills & Requirements
Must-have
Manage call center departmental operations
Oversee service level agreements maintenance
Conduct call pattern forecasting activities
Establish procedures and scripts for team members
Monitor time attendance and policy adherence
Coach develop and counsel team members
Hire new team members
Nice-to-have
Collaborate with account management teams
Participate in call quality calibration meetings
Recommend changes to increase productivity
Educate team on quality assurance standards
Adjust daily staffing work plans dynamically
Key Requirements
Minimum 4 years related professional experience
Bachelor's Degree or relevant equivalent experience